Job Description
Primary Purpose of Position:
§ Provide customer service and frontline support for clients subscribing to Charles River’s suite of SaaS Operations including Application Management, Hosting, CRN/FIX, and/or Compliance Services.
Essential Functions:
§ Perform frontline technical support as part of a global team to deliver exemplary customer service to CRD’s SaaS Operations clients.
§ Coordinate with clients, internal Charles River colleagues, and CRD vendors to investigate, troubleshoot, and resolve client-reported problems or issues detected by CRD’s automation tools.
§ Follow departmental procedures to ensure timely, high quality delivery of service to Charles River global SaaS Operations clients and help ensure a “five 9’s” level of service availability.
§ Escalate and track issues which exceed the scope of the frontline support capability.
§ Ensure all internal SaaS Operations tracking systems and documentation are accurate...
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